Manager I, Customer Success

Навыки

• B2B-продажи
• Коммуникация
• CRM-системы
• Customer Success
• Решения на данных
• HR-процессы
• Лидерство

О компании и продукте

• Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
• Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
• The Manager, Customer Success — Scale leads the entire Scale (Mid-Market) segment for Mexico, owning both the high-touch and digital success motions across our Scale Segment. This role is responsible for a team of Customer Success Managers who manage a large, geographically diverse book of mid-market accounts, combining personal engagement with scaled, tech-touch programs to drive adoption, retention, and growth at volume.

Задачи

• Team Leadership & Performance
• Hire, onboard, and develop a high-performing team of CSMs covering the Mexico (Mid-Market) segment
• Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review completion, risk management)
• Run structured 1:1s, pipeline reviews, and risk reviews
• deliver consistent coaching and developmental feedback
• Recognize and grow top talent
• address underperformance quickly and fairly
• Manage capacity and account assignment across a high-volume book to balance CSM workload and customer coverage
• Digital Scale Program Ownership
• Own and continuously improve the Digital Scale journey for Mexico
• In some case this journey will affect all customers in North America — the automated, tech-touch customer experience for the mid-market segment
• Define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations
• Analyze engagement data to identify gaps, optimize messaging cadence, and improve conversion and retention outcomes at scale
• Ensure a seamless transition between digital and human-led touchpoints, maintaining a consistent customer experience across both motions
• Stay current with best practices in digital CS and bring innovative ideas to scale the team's impact without sacrificing quality
• Customer Outcomes & Execution
• Ensure the team drives measurable value for mid-market customers through structured onboarding, adoption, expansion, and renewal motions
• Review and elevate the quality of Customer Success Plans, Business Reviews, and executive-ready materials across the portfolio
• Oversee book-of-business risk management — ensure early identification, clear ownership, and documented action plans for at-risk accounts
• Support CSMs in high-stakes customer moments (QBRs, escalation calls, executive check-ins) as needed
• Strategy, Process & Enablement
• Translate company and CS strategy into a clear operating model for the Scale segment — defining cadence, plays, and standards for both high-touch and digital motions
• Standardize and improve core processes across the regions (onboarding-to-steady-state handoff, BR cadence, risk playbooks, escalation paths)
• Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team decisions
• Partner with Enablement to ensure the team has the skills, playbooks, and resources to succeed across a distributed, high-volume territory

Требования

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams
• With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara
• This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment
• You want to be with the best: At Samsara, we win together, celebrate together and support each other
• You will be surrounded by the best and brightest professionals out there
• 8+ years in Customer Success, Account Management, Consulting, or a related customer-facing role, with direct ownership of mid-market or enterprise accounts
• 3+ years directly managing a team of CSMs or similar roles, including hiring, coaching, performance management, and career development
• Proven track record driving portfolio-level outcomes: renewal, expansion, adoption, and executive engagement
• Experience operating in a high-volume, scaled CS environment — managing both tech-touch/digital and high-touch motions simultaneously
• Demonstrated ownership or hands-on experience building or managing digital customer journeys, automated programs, or tech-touch CS motions
• Experience in B2B SaaS or a similarly complex, technology-driven environment
• Strong executive presence and communication skills
• comfortable engaging VP+ stakeholders internally and externally
• Data-driven operating style: able to interpret dashboards, define KPIs, set guardrails, and translate insights into action
• Demonstrated ability to build trust, collaborate cross-functionally, and operate in a fast-paced, change-heavy environment
• Full professional fluency in English (written and spoken) — required for customer engagement and internal collaboration across the regions
• An ideal candidate also has
• Experience leading teams that span both pooled/scale and high-touch/enterprise books of business simultaneously
• Familiarity with Customer Success tooling (e.g., Gainsight, Totango, ChurnZero) and CRM systems
• experience using these platforms to drive digital programs is a strong plus
• Experience building or refining playbooks, metrics frameworks, and digital engagement programs for mid-market CS teams
• Background in operations-heavy industries (e.g., transportation, logistics, field services, manufacturing) is a plus

Условия

• At Samsara, we build for the people who keep the global economy moving
• We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders
• Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company
• We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time
• Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more
• If you’re ready to build for the long term and own the outcome, your journey starts here
• Flexible Working
• At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams
• Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements
• For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions
• In these cases, the job description will clearly indicate any working location requirements
• Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely
• All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable
• Belonging at Samsara
• At Samsara, we welcome everyone regardless of their background
• All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law
• We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact
• Accommodations
• Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities

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